Tech Support Technical
Resume:
Mark Ronnel G. dela Cruz
**# San Jose Paombong, Bulacan
******************@*****.***
WORK EXPERIENCE
Convergys
● Tech Support (Avaya) – June 10, 2013 to September 19, 2015 International Service Desk – We serve every Avaya
customer’s the whole world and in every region. We have 6 ways we do to serve them, we are receiving calls and chats from the business partners and direct customers of Avaya, create tickets for them, raise a parts replacement request for defective products and also we request a dispatch engineer to help them install or repair their product and lastly, we report to them if they have an active alarm on the system.
Sykes Asia Inc.
● Tech Support (CenturyLink) - April 13, 2016 to October 5, 2017 Internet Helpdesk - We resolve customer’s internet problems over the phone, we do speed change if necessary then we replace their modem for free if it is under warranty or we give them the address of the nearest store where they can buy a new modem that is supported by CenturyLink. We also schedule them a technician appointment if needed
Ista Solutions Inc.
● Tech Support (Caytan Enterprise) - July 22, 2021 to May 10, 2022 Product Technician - We are technical support for Raspberry Pi and Arduino for a 3rd party vendor and we process invoices and order for their customers. We are using Zendesk, Shopify and an ERP system called GoFlow.
● Tech Support (Digacore) - May 15, 2022 to May 09, 2024 IT Helpdesk - We handled level 1 support for all the computer problems of 100+ Health Rehab Center that is under the MFA(Medical Facilities of America). We create and terminate employee profiles through Active Directory and 0365 Admin Portal. Make sure that HIPAA is always observed.
Payreto Services Inc.
● Technical Support (Payment) - - September 30, 2024 - March 28, 2025 We are assisting the merchants that are having trouble with their terminals. We are also doing reconciliation for their settlements to explain to them why they only received that amount. We also maintain their gateways by making sure they are compliant to PCI DSS rules specially they are transacting online and receiving payments online
EDUCATION
AMA Computer Learning Center, Hiyas Building, McArthur Highway, Capitol Compound, Malolos City, Bulacan. 2020-2023
● BS in Computer Science
AMA Computer Learning Center, Hiyas Building, McArthur Highway, Capitol Compound, Malolos City, Bulacan. 2010-2012
● Multimedia Technology
Mapua Institute of Technology, Mapúa Institute of Technology Muralla St, Intramuros, Manila 2009-2010
● BS in Computer Engineering
ADDITIONAL INFORMATION
● Proficient in Microsoft Word, Excel, PowerPoint, HTML, CSS, Basic Java and Basic PHP.
● Extensive knowledge of creative tools like Adobe Photoshop
● Fluent in English and Tagalog.
● Knowledgeable about Networking and Technical support. CHARACTER REFERENCES
Available upon request
Contact this candidate